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Using Collaboration Tools

The Collaboration Tools module combines third-party data about call quality and technical details with contextual information on device performance, connectivity, properties and device usage of other applications.

Accessing Collaboration Tools

Select Collaboration Tools from the main menu.

Accessing Collaboration Tools

Summary

The Summary tab provides a comprehensive overview of digital user experience (DEX) with collaboration applications. Using both DEX scores and data on poor call quality, the Summary tab shows the impact of call quality on employees. You can readily discern trends in call quality enhancement or deterioration by tracking various timelines and monitoring open alerts.

Summary page with an action menu

Action menu

Reveal action menus with drill-downs on objects and investigations by hovering over KPIs and gauge charts. Find action menus in the top-right corner of the various timelines displayed on the page.

Filters

Use filters at the top of the page across all tabs to narrow down the results to what is relevant to your investigation. Filter the page by:

  • Employee name

  • Device name

  • Device type (room_system refers to Microsoft Teams meeting rooms)

  • Country

  • State

  • City

  • Entity

  • Application type

  • Connection type

  • Call ID

  • Audio quality

  • Video quality

Recommendations

The Recommendations tab gives you recommendations on how to ensure good call quality for employees, even before they start experiencing issues. Each section contains the device-facing issues that might be impacting call quality. Each KPI widget shows the ratio of poor-quality calls.

Drill-downs and remote actions

The page is divided into specific sections for:

  • Connectivity

  • Teams

  • Zoom

  • Audio executables

  • Device reboot

Each section of the page contains specific, recommended actions to resolve a particular issue. Install remote actions from the Nexthink Library module and configure them before using them from this page.

Recommendations drill downs
  • Drill down on Devices to view a list of affected devices on the Investigations page.

    • Select individual devices or all of them.

    • Click Execute action from the action bar at the bottom of the screen.

    • Select the remote actions you wish to run on the selected devices.

  • Leverage the various timelines on the page to assess the impact of your actions.

Poor calls correlations

This page gives you the capability to identify employees who are more impacted by poor-quality calls in various regions.

Poor calls correlations dashboards

Calls are based on various parameters grouped into the following categories and subcategories:

  • Location: Country, State, City, Location type, Entity

  • Technical: OS, Application version, Device manufacturer, Device model, Connection type, ISP

  • Equipment: Microphone, Speaker, Camera, Sessions affected by video, Sessions affected by screen share

Delve into these dimensions to discern groups of employees affected by poor call quality and to facilitate investigations and troubleshooting.

Poor quality call metrics

This page enhances your insight into call performance and offers an in-depth understanding of the factors contributing to calls being classified as having poor audio or video quality.

This assessment is based on four key metrics: jitter, packet loss, round-trip time (RTT) and frame rate for video calls. By examining these metrics, gain a comprehensive view of the technical aspects influencing call quality and better understand the reasons behind varying audio and video performance levels.

Poor quality call metric

Devices and users

Quickly identify the top devices and employees who are the most impacted by poor-quality calls:

  • Identify impacted devices.

  • Correlate call quality with device properties and performance.

  • Correlate call quality with device connectivity.

  • Identify impacted users.

Devices and users page

Sessions

Gain a comprehensive view of all sessions that occurred within a chosen timeframe, accompanied by insightful data regarding their quality, contextual details and overall performance.

Sessions page

Filtering the sessions

Refine the results by applying filters at the top of the page. For example:

  • Filtering on a specific call ID gives you a holistic understanding of dedicated calls. This way, you can identify and analyze various call participants, pinpoint their connection origin, identify the application versions they utilized and more. This is particularly valuable, given that the experience of some call participants affects other employees joining the call.

  • Filtering a specific employee and their call setup can uncover shared patterns and identify underlying factors that influence digital employee experience (DEX). You can then drill down deeper into the experience of a specific call participant.

Additionally, filter the results based on the name of the employee or device to:

  • Assess their overall experience.

  • View any isolated or recurring issues.

  • Identify their behavior trends or patterns.

General usage

View comprehensive insights into the use of collaboration applications, which offer valuable information on various aspects such as the primary devices initiating the calls, frequently used equipment and commonly utilized features.


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